Rievaulx Incense

Free Shipping

We offer free shipping on all orders above £180 (incl. VAT) or at lower thresholds according to loyalty status as follows:

Platinum customers £100
Gold customers £120
Silver customers £150

We wish to reward customers for being loyal to our brand. Offering free shipping at lower thresholds is one way we do this. Please refer to the information on our Loyalty Scheme to find out more about loyalty benefits.

Shipping typically factors in other costs related to fulfilling orders, such as the labour (minimum wage currently £10.42 per hour) required to process an order, to pick and pack it and to process the payment. The lifecycle of an average order takes about 25-30 minutes labour so roughly speaking a £4-£5 cost. Packaging materials generally come in at around 80p-£1.50 per order and there are merchant and bank payment processing fees to pay as well. Finally, there is the actual shipping fee which typically starts at £5 for a next day tracking service. Therefore, this means smaller orders are much more expensive to process relative to larger orders and this is why our shipping rates decrease with increasing order spend as follows:

Fragile Goods

Goods considered fragile such as wine, candle oil, glass, etc will be sent via a Premium Fragile courier service. These fragile goods are dealt primarily by hand to ensure they are delivered safely and as a result incur higher charges. These charges are calculated by weight and will be displayed at checkout.

How long will it take to receive my order?

Orders are typically dispatched within 1-3 working days of receipt unless the item or order contains made-to-order products or is out of stock. If an item is out of stock we will provide an alternative product or advise when the item will be in stock.

Unless notified in advance and to avoid extended transit times couriers will be instructed to leave goods in a safe place near the main door (a porch, covered area, behind bins, etc) if no-one is available to receive them on the scheduled delivery day. If you wish to receive the goods in person please specify this at the time of ordering. For this service option the couriers will attempt to deliver the goods twice after which they are returned to our warehouse.

Please use the 'Notes' field in the shopping cart to provide delivery preferences such as office opening hours, preferred delivery days, safe places to leave goods, etc

Extra shipping charges

There are certain parts of the UK that fall outside the standard courier network such as islands and remote places and higher tariffs will apply. Certain heavy and/or fragile goods are also subject to higher shipping tariffs.

What is your returns policy?

We accept returns. Please examine your goods within 3 days of the scheduled delivery date. If incorrect or broken please email images to info@dmhay.co.uk so we can send the correct items or organise replacements. If you wish to return goods please ensure they are packaged appropriately for transit. Returned goods will be examined on receipt and if in a saleable condition will be returned to stock and a full refund will be provided less a restocking charge. It is not possible to provide refunds on any returned goods that are damaged.

We offer lower prices based primarily on annual spend although other factors are taken into consideration. We reward customer loyalty with lower prices, lower free shipping thresholds and other benefits. Once the qualifying loyalty threshold is reached the loyalty status is updated and the range of benefits changes accordingly.